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Call Center Support (QA/Trainer)

1.00 to 10.00 Years   Doha, Qatar   19 Jan, 2025
Confidential Company
500 Jobs Openings
Job LocationDoha, Qatar
EducationNot Mentioned
SalaryNot Mentioned
IndustryCall Centers & Customer Care Outsourcing
Functional AreaNot Mentioned

Job Description

Job Title: Trainer/Quality Assurance (QA) Specialist ? Call CenterWe are seeking a dynamic and detail-oriented Trainer/Quality Assurance Specialist to join our call center team. The ideal candidate will play a dual role in developing the skills of our customer service representatives and ensuring consistent quality in service delivery. This position requires a balance of training expertise, analytical skills, and a passion for enhancing both individual and organizational performance.Key Responsibilities:Training Duties:

  • Design and deliver engaging training programs for new hires and existing employees, focusing on product knowledge, customer service skills, and call-handling techniques.
  • Conduct needs assessments to identify skill gaps and develop tailored training solutions.
  • Create and update training materials, including presentations, manuals, and e-learning modules.
  • Facilitate workshops and ongoing learning sessions to ensure employees remain informed about updates in policies, procedures, and technologies.
  • Monitor the progress of trainees through evaluations, feedback sessions, and performance tracking.
Quality Assurance Duties:
  • Conduct call monitoring, chat/email reviews, and other quality checks to assess agent performance against established standards.
  • Develop and maintain QA scorecards, reports, and feedback mechanisms to evaluate trends and improvement opportunities.
  • Provide actionable feedback to agents and supervisors to improve service quality and operational efficiency.
  • Collaborate with team leaders to address recurring quality issues and implement corrective actions.
  • Ensure compliance with company policies, client requirements, and industry standards.

Keyskills :

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